Communicate what you are doing to the chat patron. For example, if they ask a question that requires some research, respond with "Sure, just a moment while I look this up." This lets the patron know you have received their question and are working on it.
Keep the conversation flowing. Dead time in a chat is a long time for the chat user. Try to send frequent messages less than a minute apart, or let the patron know it will be several minutes while you search for information.
Describe what you are doing, such as where you are searching for information, which databases, and what search strategy you are using.
Break up long messages, instead of one long block of text try to send two or three smaller messages.
Allow the patron to process the response. The patron needs time to read the response and formulate new questions, be patient and monitor the chat.
Canned Responses
These messages are for quick copy and pasting during chat reference sessions.
Greetings
Welcome to our chat for library support. Please tell us if you are a Knox student, faculty, staff, or alumnus, or general public, and how we can help you.
Delay
Please hold while I look for that information.
Thank you for waiting.
All librarians are currently assisting other users. A librarian will be with you shortly.
Sorry for the delay. I'll be with you in just a minute!
Please wait. I am assisting another patron.
Hi, we're still here. Just one moment, please.
I need to check a couple of other resources to find the answer. Please give me a few minutes, and I'll be with you.
Are you still there? Do you have any more questions?
End Chat
(After Patron says "Thank you") No problem. If you need any more assistance, we'll be here! Good bye.
I will need to get back to you later to answer your question. Please tell me your first name and e-mail address, or you can email your question reference@knox.edu Thank you.
Out of Scope
This question involves intensive research and multiple sources. I suggest that you come to the library and talk to one of our reference librarians. Can I help you set up an appointment?
I'm sorry, but this question falls outside the scope of this service. Please contact your local library for assistance, or visit the Internet Public Library at http://www.ipl.org/ Thank you
Scheduling an Appointment
To schedule an appointment with a librarian go to the library home page at https://library.knox.edu/. Click the purple "Make an Appointment" button underneath the title Research Help. Select a librarian and a time to meet.
Any More Questions?
Can I help you with anything else right now?
Do you have any more questions that I can help you with?
Does this clarify?
If you are experiencing difficulty, please email reference@knox.edu and someone will get back to you as soon as possible.
End Inappropriate Chats
Your comments are an inappropriate use of this service. I am terminating this chat.
